Category Archives: Information Access
Customer-Centricity and Information Availability – The Necessity of Innovation
We’ve all heard the expression “necessity is the mother of invention.” In today’s day and age of digital engagement and the rapid pace of change in which we all live, this statement couldn’t be more true. Today’s consumers do not want to wait. There is a need for immediate satisfaction which means proprietors need to [...]
Uncovering Actionable Intelligence to Eliminate the Insight Deficit
It’s no secret that data is growing in size and complexity; even more importantly, the vast majority of this data is unstructured, making it difficult to categorize, understand and manipulate. It cannot be housed in traditional databases and it cannot be understood as a whole. This information is siloed, by systems, departments, geographies, and type. [...]
Transparency: A Critical Component to Good Customer Service. Do You Have It?
I have been in the customer service business for more than two decades and the same discussions continue to rage on and on about customer service – “Look how great Southwest Airlines is,” and “Look how poor Comcast is,” and on and on with new examples of outstanding and poor customer service evolving every few [...]
New Survey Reveals Harsh Realities for Contact Centers
This week we announced new research that reveals some harsh realities for today’s contact center. The survey results indicate the biggest problems are caused by inefficient access to the information needed to solve customer issues, as data continues to proliferate beyond the traditional knowledge. Our survey was conducted in partnership with Omega Management Group – [...]
Is Time the Real Currency of Customer Support?
Anyone who has worked in or managed a customer service organization will quickly realize that almost all operational metrics collected include some form of “time” component. First call resolution, call hold time, and time to first contact, are just a few examples of the many time based metrics. When you think about it, the whole [...]
Enterprise Search 2.0: A New Way to Solve Age Old Problems
Welcome to my first Coveo blog post. My name is Trent Parkhill, and while I have been configuring Coveo’s enterprise search platform for the past four years, I only recently joined the company. In my role as Director of Consulting on our professional services team, I will be focused on helping engineering, consulting and professional [...]
Leading the Enterprise Search 2.0 Era in Your Organization
In my previous post, I responded to a frequent question about why and how we apply Enterprise Search 2.0. I justified the expression as being appropriate to an era of technology in which enterprise search extends capabilities for integrating and federating content across innumerable silos of content, including social and communication applications. In this post, [...]
11 Trends in Enterprise Search for 2011
I had the pleasure of participating in a webinar last week during which my fellow participants and I discussed what we think are the top 11 trends for Enterprise Search 2.0 in 2011. Our panelists included Coveo customers and Advisory Board members, Cheryl Duggan, Manager, Knowledge Network, BOSE; Denise Chochrek, Senior Knowledge Analyst, Frito Lay; [...]
From the Frontlines: Reported Benefits of Enterprise Search 2.0
The beginning of the year is always a time of reflection on the past, and planning and anticipation for the future, at least for me. One of my greatest pleasures at Coveo in 2010 was working with our customers to understand and document the value they are achieving with their implementations of Enterprise Search 2.0. [...]
Enterprise Search Grows Up
Do you remember the advent of enterprise search solutions over a decade ago? When first introduced, they held a great deal of promise. Yet, as with many new technologies, there were challenges to their implementation and use. Although a good percentage of companies adopted early enterprise search solutions, they were not well accepted by knowledge [...]
